Team Leader
1 month ago
We are a leading BPO and Technology Solutions provider, SummitNext Technologies Sdn. Bhd., where innovation meets excellence. We are seeking a talented Team Leader to provide unrivalled support to our clients in the logistics industry.
Key Responsibilities:- Ensure all relevant communications, KPIs records, data, and reports are updated and recorded for reference.
- Run projects, deliver action plans, and deliverables within agreed timelines.
- Ensure daily tracking reports are updated and accurate.
- Prepare weekly, monthly, and quarterly reports in a timely manner.
- Conduct weekly, monthly, or quarterly business presentations to management and clients.
- Responsible for managing overall site activities in the absence of the Operations Manager.
- Communicate issues and risks to the management team as appropriate.
- Required to be the Planner, Strategist, and Implementer of the Client's initiatives and requests.
- Ensure team members strictly adhere to call centre discipline and guidelines.
- Lead, mentor, and coach Customer Service Agents to meet business KPIs.
- Conduct active monitoring of Customer Service Agents to ensure they are aligned in meeting the business KPIs.
- Creating team connection, communicating directions, goals, and providing regular performance feedback to the team.
- Perform regular contact engagement with team members, e.g., one-to-one performance reviews, team meetings, and skip-level sessions.
- Conduct activities in the team (daily, monthly, weekly) to keep the team motivated, energized, and performance-focused.
- Handles and resolves escalations from team members and clients.
- Constantly evaluate, audit, and coach team members to provide accurate information to customers.
- Conduct interviews when hiring is required.
- Minimum 2 years of experience as a Team Leader in a contact centre environment.
- Must be able to supervise, train, coach, and motivate a team.
- Required skills: coaching skills, leadership and mentoring, ability to do business presentations, and People Management.
- Must be a critical and analytical thinker.
- Strong interpersonal skills and the ability to build rapport with team members and both internal and external customers.
- Able to multitask, work independently with minimal supervision.
- Proficient in Microsoft Office applications and experience working with CRM systems.
- Ability to work flexible hours, including weekends.
Job Type: Full-time
Pay: RM3,000.00 - RM3,500.00 per month
Benefits:
- Maternity leave
- Opportunities for promotion
- Professional development
Schedule:
- Rotational shift
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